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Digital Transformation Specialist
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820-605 Questions and Answers

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Questions # 1:

In which two ways does Customer Success drive revenue in an organization? (Choose two.)

Options:

upselling

license consumption

customer satisfaction

success plans

renewals

Answer

A, E

Questions # 2:

What is a business adoption barrier?

Options:

solution is not implemented

customer lacks technical knowledge

services are unpurchased

lack of customer stakeholder

Answer

Explanation

A business adoption barrier can be the lack of a customer stakeholder. This refers to the absence of an advocate within the customer’s organization who supports the adoption of the solution and can drive internal change

Questions # 3:

While talking to employees of a customer's front-line operations, a Customer Success Manager learns that the team is evaluating a competitive solution for an existing solution they own but use minimally. What is the nextstep the Customer Success Manager should take after this conversation?

Options:

Host a discovery session with stakeholders to identify challenges and desired outcomes.

Invites the stakeholders to attend technical training on different product use cases.

Educate the operations team on the features and capabilities of the existing solution.

Ensure the customer's procurement team is aware of the existing solution and its usage history.

Answer

Explanation

After learning that the customer’s team is evaluating a competitive solution, the Customer Success Manager should host a discovery session with stakeholders to understand their challenges and desired outcomes. This can help address any gaps in the current solution and prevent the customer from switching to a competitor. References: Customer Success strategies recommend engaging with customers to understand their needs and address any dissatisfaction proactively to prevent churn.

Questions # 4:

Why should a customer’s success be documented?

Options:

to establish KPIs that measure success

to document roles and responsibilities for project management

to provide awareness of the value achieved by the solution

to provide expansion opportunities for the sales team

Answer

Explanation

Documenting a customer’s success is crucial for providing awareness of the value achieved by the solution. This documentation helps in recognizing the benefits and outcomes that the customer has realized through the solution, which is essential for validating the investment and encouraging continued engagement

Questions # 5:

What is a type of expansion opportunity?

Options:

additional user groups

positive customer sentiment

strong stakeholder communication

using latest release versions

Answer

Explanation

A type of expansion opportunity is the addition of user groups. This can occur when a solution is adopted by new departments or teams within the customer’s organization, leading to an increased number of users and potentially more licenses or services required.

Questions # 6:

Throughout the customer lifecycle, opportunities can occur that lead to customers becoming advocates for the Customer Success Manager’s company. Which two opportunities can lead to advocacy? (Choose two.)

Options:

moments of success when the customer acknowledges progress

successful contract renewal

green health scores over intermittent time periods

continuing results based on unexpected value

results that are not measurable

Answer

A, D

Explanation

Opportunities that can lead to customers becoming advocates include moments of success when the customer acknowledges progress and continuing results based on unexpected value. These instances demonstrate the tangible benefits of the solution and can inspire customers to share their positive experiences with others, leading to advocacy.

Questions # 7:

When does the customer start receiving value from the purchased product or solution?

Options:

when the customer acknowledges that a desired outcome is being achieved

when the customer looks for ways to expand the solution

when telemetry and usage insights are leveraged

when the technology is designed for the customer's existing infrastructure

Answer

Questions # 8:

What is the financial implication of churn?

Options:

loss of revenue

increased production

reduced product utilization

contract expansion

Answer

Explanation

A financial implication of churn is A, the loss of revenue. When customers discontinue their subscriptions or stop doing business with a company, it directly impacts the company’s revenue streams, making churn a critical financial concern

[Reference: https://www.clientsuccess.com/blog/true-cost-customer-churn-part-1/, ]

Questions # 9:

A hospital has invested heavily in new solutions including email, knowledge management, identity management, and a unified communications system. The hospital must identify the critical success factors in deploying and integrating these solutions. What advice should the Customer Success Manager provide?

Options:

Ensure effective overall change management, including end-user impact.

Commission a team of internal experts to manage different vendors.

Follow industry standards as it relates to each technology domain.

Appoint a single integrator with multidomain expertise to deploy the solutions.

Answer

Questions # 10:

Refer to the exhibit.

Question # 10

What does this health score indicate?

Options:

The customer is unlikely to renew this license.

The customer is unlikely to advocate for this product.

The customer needs to consume more of this product.

The customer needs to purchase more licenses.

Answer

Explanation

The health score in the exhibit indicates low engagement and utilization of the product’s features, as evidenced by the low scores in key areas such as Utilization, Implementation, Use, Engage, Adopt, and Optimize. Specifically, the zero scores in Engage and Adopt suggest that the customer is not fully leveraging the product, which is a strong indicator of low satisfaction or perceived value. This can lead to a higher likelihood of the customer not renewing their license. References: Best practices in customer success management and health score interpretation.

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